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CONSTRUCTIVE
COMMUNICATIO
NS PRESENTS…
THE
DIFFICULT
GUEST
…MADE
EAS(IER)
PERCEPTION IS THE ONLY “TRUTH” THAT
MATTERS
WHAT THEY ALL SHARE
EXPECTATIONS
Categoría 1 Categoría 2 Categoría 3 Categoría 40
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4
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10
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Serie 3Serie 2Serie 1
SOME EXPECTATIOS ARE HIGHER THAN OTHERS
SOME EXPECTATIONS ARE CLEAR, SOME CLOUDY
GUESTS BECOME DIFFICULT WHEN…
THEY EXPERIENCE A GAP BETWEEN REALITY AND THEIR EXPECTATIONS
ANTICIPATE A GAP BETWEEN REALITY AND THEIR EXPECTATIONS
THEY PERCIEVE AN INABILITY OR UNWILLINGNESS TO MEET THEIR
EXPECTATIONS
AT THE SAME TIME, WE BECOME…
INDIFFERENT
UNAPPRECIATED
RESENTFUL
INSECURE
CYNICAL
#1…MEET THEIR EXPECTATIONS. DOING SO
WHAT’S THE SOLUTION???
ESTABLISHES TRUST
RE-ESTABLISHES TRUST WHERE IT WAS LOST
KEYS TO SUCCESS
BUT HOW?????
KNOW THE PRODUCT
YOU NEED TO KNOW…WHERE IT IS
WHAT TIME IT OPENS AND CLOSES
WHAT IT OFFERS
WHO WORKS THERE
KNOWING THE HOTEL WELL WILL INSTILL CONFIDENCE IN THE GUEST REGARDING OUR ABILITY TO SERVE THEM. NOT KNOWING CAN CAUSE GUESTS TO WASTE VALUABLE TIME
ALL EYES ON THE LOBBY. BE AWARE OF ANYBODY ENTERING THE AREA. ACKNOWLEDGE WITH A SMILE OR GREETING…OR BOTH!!
AS GUEST APPROACHES…
THE GUEST IS FIRST PRIORITY
POSTPONE OTHER CONVERSATIONS
ACKNOWLEDGE THAT GUEST IS APPROACHING FOR ASSISTANCE AND/OR INFORMATION
USE ENGLISH WITH CO-WORKERS WHENEVER POSSIBLE IN GUEST’S
PRESENCE IF THEY SPEAK ENGLISH
ALREADY ASSISTING A GUEST IN PERSON OR ON THE PHONE?
ACKNOWLEDGE THE PERSON WAITING TO BE ASSISTED
LET THEM KNOW IN THE WARMEST MANNER POSSIBLE, YOU OR SOMEBODY WILL BE WITH THEM SHORTLY TO ASSIST THEM. ASK BRIEFLY WHAT THEY NEED; PERHAPS A CONCIERGE CAN ASSIST THEM AS WELL
ANSWERING THE PHONE
IN THREE RINGS
GREET THE CALLER AND DETERMINE THEIR NEEDS!!
MAKE SURE SOMEBODY IS AVAILABLE BEFORE TRANSFERRING THE CALL
BE PERSONABLE
USE THEIR NAME…WHENEVER POSSIBLE!!!
RECOGNIZING THE OTHER AS A HUMAN BEING RATHER THAN A TASK
TREAT EACH PERSON AS YOU WOULD WANT TO BE TREATED (THE GOLDEN RULE: IT IS EVEN MENTIONED IN THE BIBLE)
ADJUST YOUR APPROACHAN UPSET GUEST…
A GUEST WITH A STORY TO TELL...
GUEST IN A HURRY…
BE EMPATHETIC AND HELPFUL
BE A GREAT LISTENER
ACCELERATE!!!
COMMUNICATING EXPECTATIONS
BE UP-FRONT ABOUT YOUR AUTHORITY…WITHOUT MAKING IT SOUND LIKE AN EXCUSE!!
DEMONSTRATE YOUR COMMITMENT TO HELP THEM GET THE ASSISTANCE THEY NEED
GIVE THEM A REASONABLE TIME SPAN AND FOLLOW THRU
GIVE THEM MORE THAN THEY EXPECTED
REMEMBER….
FINALLY,
NOT SURE WHO IS RESPONSIBLE FOR TAKING CARE OF THAT “DIFFICULT” GUEST….?
JUST TAKE A LOOK!
WHAT WOULD HAPPEN IF…THE FRONT OF THE HOUSE GUEST CONTACT STAFF PROVIDED SUCH GREAT SERVICE THAT AN OTHERWISE INDIFFERENT GUEST POSTED A POSITIVE ONLINE GUEST REVIEW, WHICH WAS LATER READ BY A “FENCE SITTING” UNDECIDED GUEST WHO DECIDED TO BOOK BASED ON THAT REVIEW? WHAT IF THIS HAPPENED JUST ONCE PER WEEK?